Customer Service Excellence
This programme is designed for people who wish to gain an understanding of principles and practice of Customer Service Excellence. It is especially relevant for people working or planning to work in a service environment and who have responsibility for improving service standards. No prior knowledge is required.
Level 3 / Quality Licence Scheme / SH206
over 12 months and £ deposit
over 12 months and £ deposit
12 months tutor support
24hr Access to
Course, assignments & tutor
Endorsed by the
Quality Licence Scheme
NUS Card Eligibility
Enjoy student discounts
The objectives of the course are to understand excellent service and why it is important, define service excellence, identify what customers want, devise a plan for service excellence, deliver a service excellence project, monitor and assess the effectiveness of the plan and maintain service excellence in your organisation. This programme will equip students with all the necessary learning knowledge needed to successfully complete this programme. Students will learn how to recognise a customer needs.
You can expect to learn how to plan a suitable method of providing excellent customer service, and deliver it in the most effective manner. You will learn the importance of monitoring the service given to customers/clients, to ensure a high standard of service is provided at all times. It is essential that you maintain the customer service given, to provide customers with the best possible service, which in turn will lead to repeat customers and loyalty. This course will provide students with a greater understanding of this subject area, and will cover a range of topics regarding the methods used to provide the best standard of customer service.
No previous knowledge is required to complete this course.
The Certificate of Achievement from Quality Licence Scheme is gained by successfully completing a series of assignments. Your personal tutor will review, mark and provide you with feedback on your work.
At the end of this course successful learners will receive a Certificate of Achievement from Quality Licence Scheme and a Learner Unit Summary (which lists the components the learner has completed as part of the course).
The course has been endorsed under the Quality Licence Scheme. This means that the provider has undergone an external quality check to ensure that the organisation and the courses it offers, meet defined quality criteria. The completion of this course alone does not lead to a regulated qualification* but may be used as evidence of knowledge and skills gained. The Learner Unit Summary may be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this subject. To this end the learning outcomes of the course have been benchmarked at QLS Level 3 against level descriptors published by Ofqual, to indicate the depth of study and level of demand/complexity involved in successful completion by the learner.
The Quality Licence Scheme is part of the Skills and Education Group, a charitable organisation that unites education and skills-orientated organisations that share similar values and objectives. With more than 100 years of collective experience, the Skills and Education Group’s strategic partnerships create opportunities to inform, influence and represent the wider education and skills sector.
The Skills and Education Group’s knowledge and experience of working within the awarding sector enables them to work with training providers, through the Quality Licence Scheme, to help them develop high-quality courses and/or training programmes for the non-regulated market.
*Regulated qualification refers to those qualifications that are regulated by Ofqual / CCEA / Qualification Wales
Unit 1: What is Customer Service Excellence?
Unit 2:?- Why is Service Excellence Important?
Unit 3: What Do Customers Want?
Unit 4:?- How to Plan for Service Excellence
Unit 5:?- How to Deliver Service Excellence
Unit 6:?- How to Monitor Service Excellence
Unit 7:?- How to Maintain Service Excellence
You will receive the course manual, assignments and study guide plus tutor support by mail and email.
Our student support team are also available for any other queries that you may have whilst completing your course. You can be assured that unlimited support is available for your home study course, so there is no need to struggle or feel isolated during your studies.
This course is supplied and delivered by our partner organisation - Kendal Publishing.
Distance learning is the most flexible and convenient approach to studying. There is no need for you to attend college and, therefore, you can study anytime, any place, anywhere that fits in with your lifestyle. Distance learning programmes are ideal for people who may have a full-time job, or other commitments, that won’t allow them time off to study.
You'll need to be able to commit the required time to your studies. We recommend that you choose a course you think will interest you, and help you to achieve your ambitions. If you would like some advice, or further information, please call our helpline free on 0333 3445 690.
To purchase a course, simply click on the ‘Buy now’ button against your chosen course and follow the on screen instructions. Alternatively if you would prefer to purchase the course over the phone, call 0333 3445 690 and speak to one of our expert course advisors.
The course operates through a study pack and access to your own personal tutor. Once you have chosen your course we will send you your study pack, which you will be required to work through before completing the course.
Depending on the course you have chosen, you will either be required to complete assignments and submit these for marking as the course progresses and/or be required to sit an end exam. The end exam could be in the form of multiple choice questions, or be an invigilated exam at a registered test centre.
Your completed assignments will need to be sent to your tutor for marking/assessment, you will then receive written feedback and guidance. It may be possible to submit your assignments by email, however you will need to check this with your tutor. Please be aware that your assignments will be maintained by NCCHL for moderation and audit purposes.
These requirements will always be listed on the course description page, so please refer to this for details of what is required for each individual course.
Depending on the course you have chosen, and the amount of time you can commit, it could take from 6 weeks to 12 months to complete your course.
The duration of the course is largely down to you though. The beauty of home learning is that it allows you complete flexibility to fit your studies around your lifestyle and other commitments. You can dedicate as much, or as little, time as you want to your studies - no one will be chasing you for your work or asking why you haven’t submitted an assignment.
We do strongly recommend, though, that before you purchase a course you assess your ability to commit the necessary time to completing the course in a timeframe that will not leave you losing your motivation.
We guarantee that you will receive your course materials within 5 days of purchase, but for many courses we would anticipate that you will have to wait no more than 48 hours.
The course materials are always sent to you via a tracked courier service, to ensure that you receive your study pack within our stated period.
The cost is largely dependent on the type of the course. The longer the course is the higher the cost will be, due to the size of the study pack and the nature of the qualification.
All prices are clearly stated on the course description page and will always be displayed prior to you committing to purchase a course.
Please note that there may be additional fees required should your course have an external assessment, such as A Levels, ICB qualifications etc. To clarify, please speak to a course advisor.
You will be allocated your own personal tutor who can be contacted via e-mail, telephone, fax or post for help and advice on any aspect of the course.
Many courses require that you submit work to your tutor during the period of study and your tutor will assess your work and pass comments back to you. Your tutor is available to you as much as you need them.
Please be aware that officially the tutor support provided with the course is for a period of 12 months, although if you need longer let us know and we’ll endeavour to extend that.
All of our courses are accredited, so you need to show that you have acquired the knowledge to pass the course – this may involve sitting an examination, but it depends on the course you have chosen.
Some courses require you to be continually assessed throughout the course, while others may require an end of course exam or assignment (which may be completed at home) to be submitted to your tutor.
Certain types of qualifications, A-levels and GCSEs for example, do require you to sit an invigilated exams at a registered test centre. You will need to organise and pay for the examinations yourself, however full details of what you need to do will be available from the centre who are delivering the qualification.
If in doubt, please email ‘email@example.com’, NCC can then discuss or put you in touch directly with the course provider.
Yes, there are no geographical limits to where you can study.
You just need to be aware that all tutors are based in the UK and work may need to be submitted to them via post, although in most cases e-mail can be used.
Where the course requires that you sit an invigilated exam at a test centre, there are many exam centres outside of the UK. However, we would advise that you check with us before purchasing one of these courses if you want to study from abroad.
All of our courses are accredited and you will receive a certificate upon successful completion of the course.
For more information about this please see the section of the website that details how awarding bodies work and what the different types of qualifications are.
Yes, you can take as many courses as your time allows. But we would recommend that you clearly evaluate how much time you can commit to your courses of study.
The good news is though that if your circumstances change you can always take a break and come back to your studies.
Additionally, discounts are available if you buy more than one course at the same time.
Your work will be marked and feedback returned to you within 12 working days after submission. This is because our tutors are required to provide detailed, considered feedback to our learners that may take a while to formulate. We find that by working this way, our learners actually complete their course in less time, as they rarely need to submit an assignment more than twice.
Whilst it is possible to submit multiple assignments at the same time, we advise that our learners submit only one at a time. We want our learners to develop as they progress through their course, and find this is best achieved when a student embarks on a new module having taken into account tutor feedback from the previous submission.
No, we provide everything you need to pass your course.
Once you have chosen your course, you can either purchase the course online which will enrol you, or you can call our helpline on 0333 3445 690 who will sign you up for the course and arrange to have all your learning materials sent to you.
If, after receiving the course, you decide it isn’t the right course for you, you can simply return the goods within 14 days and we will send your money back in full for the majority of courses (excluding postage and packaging) or you can choose another course that you feel would suit your needs and ambitions better.
Our online courses are completed through our online learning system after receiving login and access instructions. You will not receive any course materials through the post. The paper based version is posted out in a binder to your home or place of work and requires completion of a portfolio of work that is submitted to your tutor for marking.
All NCC policies and procedures can be provided on request from NCC directly by emailing firstname.lastname@example.org or calling 0333 3445 690.
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